I am a bridal makeup artist and hair stylist that have enjoyed Ulta for many years. Before Covid I loved going to the store to explore, discover and find my latest item. But I have had a double-offender with Ulta online orders. I have never had this experience in the 10+ years with them, and always felt they had delivered.The first mistake was I had recieved a package with items that were not my order, and I needed the products I ordered for my bridal work. So I called Customer Service letting them know I needed my order and I kindly returned another person's items to Ulta (mind you I do not personal own a printer and live in a very rural area to take the package to UPS or USPS). I had requested that they send my order quickly, and the Customer Service rep did not do so and (I did pay for faster shipping on my order original) I placed an email complaint and posted a video of it on Ulta FB and they had the shipment to me right away. I could not believe it took me that much time to have them own up to their mistake.The second time, I was excited to see a sale happen on their website and decided to stock up for my work and purchased over $300 on the 27th of September. I had an email letting me know that they have separated my package in 3 deliveries, which I can understand. I recieved two packages, one with a long invoice detail of what products should be in it, but only a few products, I think it was 4 things, and later had my third package. I thought it was werid and called Customer Service and let them know that I had package with a long invoice but only a few products. This was on the 4th of October, I then emailed them about what happened and the items I did get in the mail. I would get scripted emails nothing to do with what I wrote about, and felt like they did not read my email. I then chatted online with a Ulta representative for 40 minutes (more waiting then chatting), whom place a concern to the "higher ups", and I had an email saying I had to wait for them to review my case and wait for their response, it is now October 13. So here I am have 9 items and missing 37 items. I do not know what to do anymore. Id like to call my bank and make a claim that they did not deliver on 100% of what I ordered. I'm not one to steal so I'd pay for what I did get. But I think it is unfortunate to not be able to enjoy the deals of what was offered if they just decide to refund everything. Why have deals like that if you can't provide it or communicate delay due to restocking? I dont know this back and forth is not finished yet, but my experience with Ulta at this time is not a good one. I do think they need a better system in place for customer service and better communication for restocked items and delays.
